EU Withdrawals

EU withdrawals let customers withdraw from a purchase online, as the EU requires for consumers under Directive (EU) 2023/2673 (Article 11a of the Consumer Rights Directive). The feature is turned on for each channel. How customers withdraw and how you handle withdrawals is described in EU Withdrawal.

Turn on EU withdrawals for a channel

1. Go to Configure >> Sales >> EU Withdrawals.
2. If your store has more than one channel, choose the channel at the top of the screen.
3. In General, switch Enable on.
4. Click Save Configuration.

When it is on, customers of that channel see a Withdraw from contract button on their order pages, and guests can use the public withdrawal lookup form. Turn it on only for channels that sell to consumers in the EU. While it is off, the withdrawal pages of the channel, including the guest lookup form, show a "not found" page.